[ S U R V E Y | M U L T I- M A R K E T S ]
Absa Bank
Appearing across four markets –
Botswana, Kenya, Mauritius, and Namibia – Absa has secured an overall average rating of 4.37, categorised as Satisfactory by its clients. Notably, over a quarter of respondents rate the bank as Good, with an additional 6 % awarding it a Very Good rating. While Absa’ s performance did not reach the threshold for individual market write-ups, client sentiment across all four markets consistently highlights Technology as a standout strength. Respondents unanimously acknowledge the bank’ s excellence in this area. Absa itself has indicated a continued commitment to innovation, stating that it aims to integrate fintech advancements – including digital assets and blockchain technology – to enhance market efficiency and reduce operational costs. Given its already strong reputation in Technology,
Citi
Active in an impressive 10 frontier markets, Citi has delivered a strong performance, achieving an overall rating of 5.83. Clients are quick to commend the bank, with comments such as“ Citi exceeds expectations” and praise for its ability to“ communicate their customers’ market needs to local authorities.” More than a third of respondents rate Citi as Excellent, while an additional 46 % classify their experience as either Very Good or Good. One particularly satisfied client notes,“ Exceptional service and highly recommend to others.” Client Service and Relationship Management stand out as clear strengths, earning a high score of 6.50. Citi’ s team receives accolades for its“ outstanding support,” with respondents highlighting“ their professionalism, the prompt and clear communication – every aspect of the service has exceeded my expectations.” Another client echoes
these efforts are likely to reinforce its competitive position. Beyond technology, Absa is also investing in service enhancements. The bank reports having“ revamped
this sentiment, remarking,“[ The ] team’ s expertise and attention to detail have given me great confidence in Citi’ s client service team.” Citi’ s responsiveness to client needs is the client servicing desk to offer better customer experience”, signalling a broader focus on improving client engagement.
evident, with respondents consistently describing the service as“ exceptional” and expressing a willingness to“ highly recommend to others.”
78 Global Custodian Spring 2025